Service Level Management
3.3 (2 ratings)
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Service Level Management

An introductory course about understanding service level management, its components and policies.
3.3 (2 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
72 students enrolled
Last updated 3/2015
English
Current price: $10 Original price: $50 Discount: 80% off
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Includes:
  • 2.5 hours on-demand video
  • 1 min on-demand audio
  • 14 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I Learn?
Understand what Service Level Management is about
Learn the essential components of the Service Level Management
Understanding Operational Level Agreements, Underpinning Contracts and the Service Catalog.
View Curriculum
Requirements
  • Basic understanding of the business industry
  • Knowledge of the English language
Description

Service-level management assures that the internal IT support-providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) are in place. The process involves assessing the impact of change on service quality and SLAs.

The Service Level Management Program provides a comprehensive overview of the major concepts and processes involved with Service Level Management. You will gain an understanding of what Service Level Management as well as knowledge and understanding of the essential components of this process, such as Service Level Agreements, Operational Level Agreements, Underpinning Contracts and the Service Catalog.

Who is the target audience?
  • Anyone looking to gain an understanding of the Service Level Management and its practical application in the business environment.
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Curriculum For This Course
Expand All 74 Lectures Collapse All 74 Lectures 06:27:55
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Welcome
1 Lecture 03:37
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Overview of the Course
4 Lectures 06:46

This lecture will introduce the service level management course. The purpose and goal will also be dicussed.

Preview 01:28

This lecture will discuss the objectives and scope of the course.

Preview 02:28

This discussion will focus on some terminologies included in the course. The activities of service level management and its value to the business will also be discussed.

Preview 02:50

This PDF file contains Section 2 of this course. You can download the complete e book at the end of this course.

Reading Assignment 1
9 pages
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SLM Roles & Responsibility Part 1
4 Lectures 09:41

This lecture will introduce the first part of the roles and responsibilities in service level management. The position responsibilities will also be discussed.

Introduction and Position Responsibilities
02:24

This lecture will discuss the right skills that are needed to make a difference in service level management and the monitoring service performance.

Right Skills Make the Difference and Monitor Service Performance
02:52

This lecture will discuss underpinning agreements, collating, measuring, and improving service level management and conducting service reviews.

Underpinning Agreements, Collate, Measure & Improve, SLA and Service Reviews
01:40

This lecture will discuss developing contacts, relationships in service level management, and will focus on complaints and compliments of service level management..

Develop Contacts and Relationships & Complaints and Compliments
02:45
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SLM Roles & Responsibility Part 2
4 Lectures 06:07

This lecture will introduce the second part of the roles and responsibilities in service level management. The the triggers, inputs, and outputs of service level management will also be discussed.

Introduction, Triggers, SLM Inputs and SLM Outputs
01:59

This lecture will discuss information management and KPIs of service level management.

Information Management and SLM — KPIs
02:28

This lecture will discuss the critical success factors, challenges, and common misconceptions about service level management.

.

Lecture outline:

0:00    CSFs of Service Level Management
0:16    Challenges of Service Level Management
0:42    Common Misconception
Critical Success Factors & Challenges and Common Misconception
01:40

This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.

Reading Assignment 2
8 pages
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SLAs, OLAs and UCs
7 Lectures 19:28

This lecture will introduce SLAs, OLAs, and UCs.

Introduction and Overview
01:41

This lecture will discuss designing SLA structures, producing service reports, and the contents of SLAs.

Designing SLA Structures, Produce Service Reports and SLA Contents
03:44

This lecture will talk about contract areas to consider in service level management.

Contract Areas to Consider
04:48

This discussion will focus on contract components of service level management and designing the contents of SLAs.

Contract Components, Designing the Contents of SLAs and Review and Revise - SLA
04:36

This lecture will discuss underpinning contracts and OLA contents.

Underpinning Contract and OLA Contents
03:07

This lecture will discuss the critical success factors in service level management.

Review and Revise - UC & OLA and Critical Success Factor
01:32

This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.

Reading Assignment 3
13 pages
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Writing Reports — Part 1, 2, 3 and kpi
9 Lectures 16:10

This lecture will discuss writing reports, writing clearly, and familiar words in service level management.

Introduction, Writing Clearly and Familiar Words
01:43

This lecture will discuss concrete nouns, jargon, and slang in reports for service level management.

Concrete Nouns, Jargon and Slang
01:22

This lecture will discuss writing concisely, active voice, watching out for adverbs, and writing correctly in reports for service level management.

Writing Concisely, Active Voice, Watching Out for Adverbs and Writing Correctly
01:15

This lecture will discuss components of correctness namely style and factual information.

Components of Correctness - Style and Factual
01:16

This lecture will discuss simplify, parallelism, and style/tone in writing a report for service level management.

Simplify, Parallelism and Style/Tone
01:31

This lecture will discuss the top tips for proposal writing in service level management.

Top Tips for Proposal Writing and Other Contributors
03:28

This lecture will identify why proposals are rejected.

Why Proposals Are Rejected
01:59

This lecture will talk about KPIs in service level management.

KPI
03:36

This PDF file contains Section 6 of this course. You can download the complete e book at the end of this course.

Reading Assignment 4
8 pages
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Service Catalog Management - Part 1 and 2
6 Lectures 12:25

This lecture will discuss the purpose, objective, scope, and value of service catalog management.

Introduction, Purpose, Objective, Scope and Value
01:46

This lecture will discuss service catalogs and key activities.

Service Catalog and Key Activities
02:44

This lecture will discuss the saying 'The customer is king' and make service catalogs actionable.

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Lecture outline:

0:00    The Customer is King
1:24    Make it Actionable
The Customer is King and Make it Actionable
03:23

This lecture will discuss the system of records, KPIs of service catalog management, and information management.

System of Record, KPIs and Information Management
01:33

This lecture will discuss information management and its challenges, critical success factors and risks.

Challenges, CSFs and Risks
02:59

This PDF file contains Section 7 of this course. You can download the complete e book at the end of this course.

Reading Assignment 5
9 pages
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Skills and Qualities — Part 1 and 2
7 Lectures 19:43

This lecture will discuss decision-making skills and management in decision making.

.

Lecture outline:

0:07    Decision-Making Skills
1:25    Management Decision-Making
Decision-Making Skills and Management Decision-Making
02:24

This lecture will discuss making bad decisions and decision-making quotes.

.

Lecture outline:

0:00    Bad Decisions
1:41    Decision-Making Quotes
Bad Decisions and Decision-Making Quotes
02:31

This lecture will talk about decision making as a group.

Group Decision-Making
02:33

This lecture will explain some brainstorming techniques.

Brainstorming Technique
04:43

This lecture will discuss types of group decisions and group consensus guidelines.

.

Lecture outline:

0:00    Group Decision Types
2:55    Group Consensus Guidelines
Group Decision Types and Group Consensus Guidelines
04:02

This lecture will discuss the cold hard facts and reactions to change.

.

Lecture outline:

0:00    Why Change?
0:19    Cold Hard Facts
1:09    Reactions to Change
Why Change, Cold Hard Facts and Reactions to Change
02:05

This lecture will discuss change styles, managing change, organizational change, and change objective.

.

Lecture outline:

0:00    Identifying Change Styles
0:35    Your Role in Managing Change
0:49    Organizational Change
1:03    Define the Change Objective
Change Styles, Managing Change, Organizational Change and Change Objective
01:25
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Skills and Qualities — Part 3
5 Lectures 09:03

This lecture will discuss staff tools, communication expectations, reward success, and stages of change.

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Lecture outline:

0:00    Give Staff Tools for Success
0:17    Communicate Expectations
0:31    Reward Success
0:41    Stages of Change
Staff Tools, Communicate Expectations, Reward Success and Stages of Change
01:07

This lecture will discuss the definition of conflict, functional conflict, dysfunctional Conflict, and the levels of conflict.

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Lecture outline:

0:00    What is Conflict?
0:34    Functional Conflict
1:01    Dysfunctional Conflict
1:25    Levels of Conflict
What is Conflict, Functional & Dysfunctional Conflict and Levels of Conflict
02:32

This lecture will talk about the skills and qualities of service level management such as attitude and persuasion.

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Lecture outline:

0:00    Your Attitude
0:29    Persuasion
Attitude and Persuasion
02:15

This lecture will discuss perceptions and assumptions in service level management and conflict resolution styles.

.

Lecture outline:

0:00    Perceptions and Assumptions
0:15    Conflict Resolution Styles
Perceptions & Assumptions and Conflict Resolution Styles
01:29

This lecture will discuss intra and inter-organization as well as group and personal conflict.

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Lecture outline:

0:00    Intra and Inter-Organization Conflict
0:42    Intra and Inter-Group Conflict
1:12    Intra and Inter-Personal Conflict
Intra and Inter - Organizational, Group and Personal Conflict
01:40
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Skills and Qualities — Part 4
4 Lectures 05:29

This lecture will discuss the difference between task, relationship and process, and handling conflict.

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Lecture outline:

0:00    Task vs Relationship vs Process
0:52    3-Step Process for Handling Conflict
Task vs Relationship vs Process and The Process for Handling Conflict
01:16

This lecture will talk about how to build relationships.

How to Build Relationships
02:20

This lecture will discuss alternative conflict resolution and outcomes of conflicts.

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Lecture outline:

0:00    Alternative Conflict Resolution
0:50    Customers
1:22    Desired Outcomes of Conflict
1:41    Summary
Alternative Conflict Resolution, Customers, Outcomes of Conflict and Summary
01:53

This PDF file contains Section 10 of this course. You can download the complete e book at the end of this course.

Reading Assignment 6
21 pages
6 More Sections
About the Instructor
The Art Of Service
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